Motor Vehicle Associate I

State of Delaware•Dover, DE

About The Position

The Division of Motor Vehicles’ mission is to provide courteous and efficient public service, protect Delaware residents by establishing the validity of licensed drivers and ensuring safe, non-polluting vehicles on Delaware roadways, and provide a safe, efficient, and environmentally sensitive toll network. The Motor Vehicle Associate I receives on-the-job training and performs the full range of essential functions in at least one driver- or vehicle-services functional area. The position reports to a Motor Vehicle Associate Supervisor. The role processes driver, identity, and vehicle transactions; provides customer service; applies and explains laws and procedures; reviews source documents and customer records; determines eligibility; resolves discrepancies; and handles associated payments and records. Depending on the assignment, the employee may administer driver examinations, inspect vehicles, and operate vehicle-testing equipment. Employees who satisfactorily meet departmental promotional standards and job requirements may be eligible for promotion to the next level.

Requirements

Six months of experience in document processing, including reviewing and evaluating records for completeness and conformity with laws, rules, regulations, standards, policies, and procedures; resolving deficiencies; interpreting information; and tracking and monitoring activities.
Six months of customer-service experience, including providing prompt, accurate, and courteous service; responding to requests and complaints; and ensuring customer satisfaction.
Six months of experience applying laws, rules, regulations, standards, policies, and procedures.
Six months of experience using an automated information system to enter, update, modify, delete, retrieve or inquire about, and report on data.
Possession of a valid driver's license that is not suspended, revoked, cancelled, expired, or disqualified from driving.
Applicants must be legally authorized to work in the United States.

Nice To Haves

Fluency in reading, writing, and speaking both English and Spanish.

Responsibilities

Process transactions such as issuing, renewing, suspending, or revoking driver, identity, and motor vehicle credentials; accessing driving records; inspecting vehicles; assessing fines and penalties; and reviewing customer histories for outstanding warrants or credentials issued by other jurisdictions.
Provide courteous and efficient service to internal and external customers, obtaining business, personal, or sensitive information needed to resolve customer issues.
Identify situations outside standard operating procedures and recommend exceptions in accordance with applicable laws, regulations, policies, and procedures while safeguarding customers.
Compute, handle, and account for money collected and disbursed for DMV transactions, and ensure fees and deposits are reconciled and deposited correctly.
Interpret, apply, and explain applicable federal, state, and division laws, rules, regulations, policies, processes, procedures, programs, and eligibility requirements to the public and other parties.
Review and analyze source documents, including birth certificates, passports, court documents, bills of sale, wills, and powers of attorney, to confirm validity, completeness, and authenticity.
Use manual, computerized, and specialized systems to review documents, determine eligibility, and complete transactions accurately within established service levels.
Research and analyze discrepancies, identify exceptions, and exercise judgment to resolve issues and render decisions.
Answer questions and complete transactions for non-DMV services, including voter and organ/tissue donor registration, warrant resolutions, red light violations, and E-ZPass transponders.
As assigned, administer vision, written, oral, or road examinations to evaluate drivers’ knowledge and ability to operate motor vehicles safely.
As assigned, inspect vehicle equipment and complete off-site inspections to verify or assign vehicle identification numbers.
As assigned, operate manual and computerized vehicle-testing equipment.
Prepare records and reports.